Section A6: Hardware Questions: Diagnosis and Repair
A6-01 My remote is dead! What can I try to fix it?
If your remote refuses to start or is displaying a black or garbled screen, take the batteries
out and leave them out overnight. Then, in the morning, put them back. The remote should reboot
If it does not, then try leaving them out for at least a day. If this still does not
work your remote may need to go back to Philips for repair.
A6-02 My remote is rebooting all the time... help!
If you are having an intermittant problem where the remote will reboot now and again, ensure that you
are using the latest firmware version, as this was an issue on early releases. There are also some other
reasons as to why your remote could be rebooting:
Your CCF file has incompatible features. This is especially true if you downloaded a current
geration RC5000 Setup to your Pronto TSU2000 with ProntoEdit v2.0. See if the emulator does
the same thing. If problems continue, see if the default CCF file will still cause the remote
You have an invalid or corrupt IR code. If this happens on particular button pushes,
try re-learning those codes. If your remote reboots while learning the code, then check the
Remote Central file area for codes to your device. As with the above tip, try getting the remote
to reboot with the factory default CCF file.
Your firmware needs updating again. Try flashing the firmware several times in a row.
Your remote is defective. The newer firmware update files for black and white remotes
were designed to allow for higher tolerances from the remote's hardware. However, it does not correct
the problem in all cases. If you are unable to get your remote control to stop randomly rebooting,
contact the manufacturer for a replacement.
If your remote is rebooting constantly, see the FAQ below on Hyperterminal.
A6-03 What can I do if the remote will not power up and I hear 4 beeps?
This usually indicates that the CCF file is corrupt. To correct this you can
try downloading your file again from ProntoEdit. Otherwise, you must re-flash the firmware
using the TOOLS | UPDATE PRONTO menu option in ProntoEdit (or TOOLS | UPDATE RC5000 in
RC5000 Setup) while the remote is connected to your PC.
You may experience this problem without ever having connected the remote to your
computer. The solution is still the same: you must update your remote via the PC software.
A6-04 How do I connect to the remote with Hyperterminal?
If your remote is constantly rebooting every few seconds, as in after you "CANCELLED" a
CCF download in ProntoEdit, you can fix it via this method:
Connect your remote to your PC.
Open a terminal program (such as HyperTerminal, which is included with Windows).
Connect to the serial (COM) port your remote is hooked up to at 115200 baud, 8 data
bits, 1 stop bit and no flow control.
Hit the reset button on the back of your remote control. On the terminal program you
should start to see numbers such as "00 02 04", etc.
Hit the [ESC] key on your keyboard. A prompt, CABERNET> should appear.
Type dl ccf followed by return. You should see a slowly growing string of C's.
While those C's are appearing, download your CCF file to the remote using the XModem
protocol (Transfer -> Send File).
When the download has finished, type go followed by the return key on your keyboard.
Your remote should now work correctly. This problem can also sometimes be fixed by attempting to
upgrade the firmware while the remote reboots, however it may take many attempts to catch the
remote at the right instant.
A6-05 What can I do if my buttons stop working?
There have been a few cases where people have reported that after a period
of proper functionality some buttons eventually stop working. This can be
fixed temporarily by hitting the reset button on the back of the Pronto.
This problem was discovered to be a bug and has been fixed on the most current software
releases. However, if upgrading your remote is not an option at this time you will need
to disable the remote's audio feedback. You can accomplish this by going into the
setup menu (press and hold the remote icon for three seconds) and setting the touch and
button volumes to 'X'.
A6-06 I've broken the LCD screen and it's out of warranty. Can I replace it?
This tip only applies to black & white remotes:
The answer is yes! The so-called "good" Pronto screens are made by Samsung and are available over the web. Some valid Samsung LCD screen part numbers for the TS-1000/TSU2000/RC5000/RC5000i are:
Samsung UG-24U01-WGHT3-A (on some original Prontos)
Samsung UC-24U01-WGHT3-B (on some original Prontos)
Samsung UG-24U01-WGHT3-C (on some original Prontos)
Samsung UG-24U01-WGHT3-G (verified functional)
Samsung UG-24U01-WGHT3-L (verified functional)
One source to purchase some of these models is http://www.earthlcd.com. (The cost is approximately $39 at last check.)
The Pronto case is held together by three screws. Two are under the battery compartment and the third is under the label on the back, centered, close to the bottom. The location of this third screw can be found by running your fingernail near the bottom edge of the label and feeling for an indentation. The tip of a knife can be used to pierce the label to give you access to the screw. The socket on the screws is a T6 or T7 Torx. Torx drivers are similar to Hex (Allen wrench) but have a star-like tip. Torx are available at most hardware stores (or in gift tool sets that you never really looked at).
Remove the three screws and gently work the case apart. Mine hung up on the rubber block that is the base for the five white push buttons. Be patient. Some of the components in the Pronto are sensitive to Electro Static Discharge (ESD). Make sure you are grounded before touching the inside of the unit. Use the same precautions that you would use to change out a board in your computer.
Now you have access to the Printed Circuit Board (PCB). Two more screws need to be removed to separate the PCB from the case. Be careful here, there is a flat-cable (flex cable) that attaches the screen to the PCB. Lay the PCB and the top case out so that you can unplug the cable from the PCB. The connector on the PCB has two semicircular tabs on either side of the cable. With moderate pressure, slide the two tabs away from the connector until they stop (about 2mm). The cable should easily slide out now.
The screen is held in place with two more screws through a plastic support bezel. Remove the bezel and screen. There are some small hook features in the bezel that hold the screen in place so you will need to gently pop it out.
Now you are ready to reverse this process and reassemble your remote with a replacement screen. Be sure the flat-cable is well seated in the PCB connector before sliding the two semicircular tabs back in place. Make sure the cable is out of the way of the Left and Right buttons when you reassemble the PCB to the case. Your may need to bend it into an "S" or "W" shape. You can practice with the old screen if you like. Be careful to not over-tighten the screws during reassembly.
Note: depending on the screen model you receive, some small cuts may need to be made in the Pronto case to clear newly arranged components on the LCD. A single edged razor or Exacto knife can be used to make these cuts. Be sure everything clears the case before tightening all screws!
A6-07 Why does the screen's contrast keep changing?
On all black and white models, the LCD screen's contrast will become darker as the screen
warms up, either by using the remote or by external sources such as your hand. Although this
can be annoying, you may be able to find a contrast level that is acceptable for both "cold"
and "warm" states.
A6-08 Can I buy spare parts for the Pronto?
This tip applies only to the Philips Pronto TS-1000 and TSU2000 remotes:
The following is a list of spare parts that you can purchase direct from Philips (no information
is yet available for Marantz or Yamaha). Prices posted do not include shipping or tax; call 1-800-835-3506 to order.
Serial Cable (p/n 310420050961) - $10.78
Rechargable Battery (p/n 310420050971) - $45.26
AA Battery Insert (p/n 310420414501) - $4.00
Battery Cover (p/n 310420414491) - $4.00
Manual (p/n 86224050006) - $35.00
New LCD Screen - $99.00 (Call 1-800-300-9013; includes return shipping and installation in your remote).
A6-09 What's that buzzing sound I can hear?
This tip does not apply to the Philips ProntoPro:
The very faint buzzing sound is made by the inverter, part of the
circuitry that generates the higher voltage needed for the display's
EL backlight from the low voltage provided by the internal battery. This
is completely normal, there is nothing to worry about. You need to be in
a very quiet environment to hear it. All similar backlights used in other
devices such as watches and palmtops make the same sound.
A6-10 What else can I do to troubleshoot random problems?
In addition to the tips mentioned above, if you're running older firmware you should ensure
that IR code labels do not contain spaces. These are not the actual button labels, but
rather the internal code label that reads, normally, "LEARNED". So, instead of "TV - Power
On" you could use "TV-PowerOn".
Other suggested troubleshooting tips include replacing the batteries, re-flashing the
firmware, uploading and downloading your CCF file again, and ensuring that you are
running the most recent firmware revision.
Worse comes to worse, sometimes gently shaking or tapping the remote can help things.